FAQs

Jewelry Care:

What metals do you use to create your pieces?

All of our pieces are made with .925 sterling silver, 14k gold/rose gold plated over sterling silver, 14k gold/rose gold filled, and hand-selected semi-precious gemstones. All materials used for individual pieces are listed in their item description.

Can I wear my pieces in water?

For silver pieces: 

Sterling silver can be worn in water. Unlike brass, nickel, or copper pieces, jewelry with a sterling silver base will not rust when wet.

For 14k gold plated pieces:

It's best to remove them when washing your hands, showering, using any products, or coming into contact with household chemicals. Doing so will preserve the quality of plating and ensure it lasts as long as possible. Although the jewelry will not rust, it is possible for the gold plating to fade when exposed to certain elements, allowing the original silver to show through.

*Please note, we do not offer any re-plating services.

How can I clean my jewelry?

It's best to store unworn jewelry in an air tight plastic bag to avoid tarnish. If you notice your silver jewelry turning a brassy or black color, you are experiencing tarnish buildup. Tarnish naturally occurs when silver is exposed to sulfur in the air. The good news is you can easily remove tarnish on sterling silver just by polishing it with a polishing cloth. You'll start to see the tarnish rub off onto the cloth (it'll look black) and your piece will be restored to it's original silver color. These are very inexpensive and the easiest method of cleaning. It's important to clean your jewelry often so that tarnish, dirt and oil doesn't build up.

You can also use this diy cleaning solution but don't the forget the polishing cloth, it's essential. First, create a solution of dish liquid and water. Let the jewelry soak for about 10-15 minutes. Dip a clean toothbrush in the solution and gently brush the prongs, inside of the jewelry, etc to loosen up any dirt that might hide in the tiny areas. Pat dry the jewelry with a paper towel and finish by shining up with a polishing cloth.

Please note: Do not put sterling silver jewelry in an ultrasonic cleaner (these are meant for platinum and solid gold jewelry only).

Product Availability:

I saw a piece at an event but don't see it listed online.

Send us a quick message with the product details and we'll be happy to check our inventory. Sometimes new designs come in so quickly that we don't have time to add the piece to the website before an event.

A piece I want has been "sold out" on the website for a long time. Is it coming back?

Great question! A piece might be out of stock for a number of reasons. Most commonly, we've simply run out and are in the process of creating more. Other times, the piece might be discontinued (unable to source specific size stones, piece is being redesigned due to a quality issue, or it may not have sold well and is being phased out). The easiest way to find out is to just shoot just a message and we will let you know.

Shipping:

How much does shipping cost?

U.S. shipping is always free. If you are shipping outside the U.S. you will be able to enter a postal code, etc while checking out which will automatically create a quote for you based on location.

How long does shipping take?

We use USPS to ship all of our orders. It generally takes 1-3 days to receive your order once it has shipped.

If we have the piece in stock, it will ship the same or next day. If the piece is not in stock, it can take 3-8 days to create the piece before it ships. In a rush? Email info@shopwyllo.com if you have a question and we will confirm whether or not a piece is definitely in stock.  

Return Policy: 

In the event that you are unhappy with your piece or ordered the wrong size, we are happy to help you exchange it for another. We do not charge a restocking fee but do require customers to purchase shipping for exchanges. For help with an exchange, please contact info@shopwyllo.com. We cannot accept any pieces that have previously been worn or damaged. Pieces sent back to us that show any signs of wear, scratches, etc, will automatically be sent back. 

Do you repair jewelry?

Although our jewelry is handcrafted with sterling silver, our pieces are not indestructible and should be worn with care. In the event that your piece becomes damaged after being worn (for instance, a broken chain or ring band), we do offer repairs for a fee that covers the cost of raw materials and shipping. As a courtesy to our customers, we do not factor in labor costs and do not make a profit off of repair charges. If you are inquiring about a ring repair, please be aware that in most cases we will need to remake the entire setting and reset stones if the band becomes severely warped out of shape or if the metal has split. Repair fees start at $8 for stacking rings and $14 for gemstone rings. Chain and clasp repairs range depending on the piece, please contact us for a quote via our repair form.

 My gold piece has begun fading back to silver, can I return it?

Our yellow and rose gold pieces are 14k gold plated over sterling silver. Over time, it is possible for the gold plating to wear off, allowing some of the silver to peek through. This is a normal process due to everyday wear and tear. The plating will last longer if you take the piece off when exposed to water and when exercising. Generally this is only an issue with rings as we have a tendency to keep jewelry on when washing hands, using hand sanitizer or applying lotion (all which can contribute to fading the plating). It's rare that bracelets or necklaces will fade and many of our customers have reported wearing theirs for years without issue. For these reasons, we do not accept returns or exchanges for pieces that have started to fade.